Fri.Oct 18, 2019

2 Systems That Are Essential For Successful CX

Beyond Philosophy

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them.

How to Execute a 90-Day Plan to Improve Customer Experience in a B2B2C Retail Organization

Customer Bliss

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions.

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Guest Blog: How to Turn Customer Service Mistakes Into Happiness


This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy.

The Trifecta of Service Excellence and the Agent’s Reality

NICE inContact

At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really?

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

5 Ways Intelligent Automation optimizes customer AND agent experience


You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary.

More Trending

Seeing Your Customers in a New Light

Wired and Dangerous

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity.

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth. Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released.

CX Consulting 101 – How to Align Your Organization to Activate Change


Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

How FSM Software Can Help Boost Your Company’s Growth


The Right Field Service Management Solution Yields Long-term, Recurring ROI. According to an ROI study we conducted here at Astea, service leaders who aren’t investing in field service management ( FSM) software could be missing out on a revenue opportunity of $205,335 ?

HIPAA Enforcement Initiatives Aim To Empower Patients In Accessing Health Records

Magellan Solutions

Twenty-three years after HIPAA’s enactment into law, the U.S Department of Health and Human Services’ Office for Civil Rights (HSS-OCR) implements stricter enforcement of patients’ rights to access their information.

What is the Secret of Airbnb?

Beyond Philosophy

What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it.

How to Add ProProfs Live Chat to Wix Website

ProProfs Chat

“I want to add live chat to Wix website.” ” It’s becoming a common statement for business owners today. That’s because they wish to have the best support process on their website.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Data Activation is Underused Fuel for Marketers


Marketers are starting to wake up to the next data challenge to tackle: marketers today use less than 50% of their data in their marketing. Why does this matter? After all, given the volume and ever-changing status of useful data, isn’t utilizing half of it somewhat of an achievement? Think again.

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4 Steps To Create The Happiest Customers In The World


Happiness As A Core Need Happiness is a core need of our human existence. Our purchases and interactions with businesses happen on a daily. The post 4 Steps To Create The Happiest Customers In The World appeared first on Feedbackly.

The Inbenta Dictionary Builder


Inbenta comes equipped with a large and comprehensive Lexicon Dictionary with hundreds of thousands of semantic relationships that model every component of a language and the world that it describes.

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Success Strategies | October 2019

Daniel Group

Welcome to Success Strategies. What scares you about finding out what your customers really think? Negative reviews? What questions to ask, and how many? How to ask them? By phone? Email? Weblink? Let’s start with negative reviews.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

The Inbenta Dictionary Builder


The Inbenta Dictionary Builder. We’re pleased to announce we’ve launched a new application called the Inbenta Dictionary Builder. This new application will allow you to manage, optimize and customize the Dictionary used by the linguistic engine (NLP) in your Inbenta instances.

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Churn Monster: Know-It-All Customer


Churn Monster #14: Know-It-All Customer. . Hi churn fighters! We have a new churn monster to introduce to you today – a Know-It-All customer.

AI Tips From BT, HSBC, Google, Deutsche Telecom and More

CSM Magazine

Ever wondered how you can use AI to improve engagement and satisfaction? Or maybe you’d love to gain more insights into your customers’ behavior?

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The History and Future of Cloud Computing, and What It Means for CX

Smarter CX

The beginning: 1960s and 1970s. Some would say that the history of cloud computing began with Remote Job Entry (RJE) in the 1960s, while others point to terminal computing in the 1970s as the beginning of cloud computing.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Seven proven ways to improve NPS


Voice of the Customer Seven proven ways to improve NPS

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What is IVR, and how much does it cost?

Call Experts

Before we explain the cost of IVR systems, we first have to answer “what is IVR?”. . An AI-powered system that interacts with callers can gather information, and report the information to designated locations via email, SMS, or secure portal login.

‘Outrage capitalism’ and the unexpected benefits of not saying sorry to customers


Loyalty The benefits of not saying sorry to customers

5 Tips on How to Improve Customer Experience


The interest in Customer Experience (CX) is only growing day by day, with many companies seeing the opportunity to delight their customers and drive their business forward. However, almost every part of a business impacts the customer experience – from product to marketing to sales to service – which makes it a complicated area to plan for and see improvements.

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How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.